Customer Support Manager

About This Opportunity

We are representing a confidential energy technology client in their search for a Customer Support Manager based in the United Kingdom. This is a hands-on leadership role focused on delivering measurable improvements to customer support operations within a fast-growing, AI-driven organisation.

You will own and execute specific improvement projects—including average handle time (AHT) reduction, phone systems rollout, and complaints process optimisation—while leading a small team to consistently deliver high-quality service. This position reports to the CX lead and sits within the Buy function.

Responsibilities

Delivery & Metrics

• Own and deliver the AHT reduction project, including planning, execution, and progress reporting against targets
• Track key support metrics (AHT, first response time, complaint resolution) closely and proactively flag risks
• Identify and address issues before escalation rather than waiting for them to be raised

Operations & Systems

• Lead the phone systems rollout as a project, collaborating closely with internal operations teams
• Build and enhance automations that reduce friction in support processes
• Own and run the end-to-end complaints process

People & Complex Cases

• Lead and coach a small team of direct reports day-to-day, helping them hit targets and uphold service standards
• Handle complex second-line cases requiring experienced judgement
• Maintain quality standards while working at pace

What We're Looking For

Must Have

• 2–3+ years of experience leading or managing a small support team, ideally in a fast-paced environment
• Proven track record of delivering measurable improvements to support metrics such as AHT and response times
• Understanding of how voice systems integrate into a multi-channel support mix (chat, WhatsApp, etc.)
• Leadership style that is approachable, motivating, and development-focused
• Proactive mindset—naturally identifies and resolves issues before they escalate
• Confidence handling complex second-line cases personally when needed

Bonus Points

• Experience in a regulated industry
• Genuine passion for maintaining high service standards

How We Work With You

Our talent team at Get A Job.ai partners with leading organisations to connect exceptional candidates with high-impact roles. When you apply through our platform, a dedicated recruiter will screen your application and guide you through the process. If there's a strong match, we will submit your profile directly to our client.

Please apply only through Get A Job.ai. Do not contact the client directly.

The interview process typically includes:

• Introductory call with Talent (30 minutes)
• Hiring Manager interview (60 minutes)
• Skills interview with cross-functional leaders, including a practical exercise (60–90 minutes)
• Bar Raiser interview with leadership stakeholders (45 minutes)

Most processes take 2 to 3 weeks from first conversation to offer.

Pay

Compensation details will be discussed during the screening process and are aligned to market benchmarks.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds, experiences, and identities. If you're excited about this role but don't meet every requirement, we still encourage you to apply—your unique perspective may be exactly what our client is looking for.